1.OPERATIONS PERFORMANCE OBJECTIVESIn accordance with Slack, Chambers and Johnston, performance objectives is a generic set of performance and indicators that can be used to set the objectives or judge the performance of any type of operation. In this context, there are five key most objectives that can or will be used to help improve the operations of a service industry (Dental health care as stated earlier).

a)QualityQuality can be defined in so many ways. In simpler terms we will describe it as the element in a product that rises above the other and is able to satisfy the needs/specifications of a consumer and has some high value attached to it.

Quality in operations performance objectives for a dental health care ensures that most appropriate treatment is delivered and that customers are all treated with courtesy (getting value for their money). This entails doing the right thing at the right time and meeting customer specifications, which leaves them satisfied.

b)Speed
Speed is defined as the elapsed time between customers’ placing orders and the goods/services being delivered to them.

With speed, it means that the delivery of the service required is done within the shortest possible time. For example the time it takes for the dentist to screen the teeth of the patient to the time he gives an answer of what his findings are should be reduced and acceptable to the customer. In turn, this reduces likeliness of lagging behind and not being able to finish attending to all the patients in time. It does impact positively on the improvement of operations when time is highly considered. As the cliché goes, ‘time is money and time wasted is never gained, so use it wisely.’

c)Dependability
Dependability is the delivery or making available of goods/services when they were promised to customers. It can also be defined as staying true to one’s word and trustworthiness.

In this context it would mean avoiding cancellations of appointments...

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...Operations management is an area of management concerned with overseeing, designing, and controlling the process of production and redesigning business operations in the production of goods or services. It involves the responsibility of ensuring that business operations are efficient in terms of using as few resources as needed, and effective in terms of meeting customer requirements. It is concerned with managing the process that converts inputs (in the forms of materials, labor, and energy) into outputs (in the form of goods and/or services).
The Big 5 of OperationsperformanceobjectivesOperations add value for customers and contribute to competiveness by being able to satisfy the requirements of its customers. It uses key performance measures to align the needs of the customer with the desired effectiveness of the overall business.
Quality:
Doing things correctly, RFT (right first time every time), error free, fit for purpose meeting specification.
Quality is the cornerstone of any manufacturer or service provision company. It is the last word on your company’s reputation – speaking long after the purchase has been made as to how well the good or service performs. The bitterness of poor quality lingers long after the sweetness of meeting schedules has been forgotten.
Speed:
Do things fast, Reduced Lead time, OTIF (on time in full),...

...Operationsobjectives at the Penang Mutiara
There are many luxurious hotels in the South-East Asia region but few can compare with the Penang Mutiara, a 440 room top-of-the-market hotel which nestles in the lush greenery of Malaysia’s Indian Ocean Coast. Owned by Pernas-OUE of Malaysia and managed by Singapore Mandarin International Hotels, the hotels General Manager is Wernie Eisen, a Swiss hotelier who has managed luxury hotels all over the world.
He is under not illusion about the importance of running an effective operation.
Managing a hotel of this size is an immensely complicated task, he says. Our customers have every right to be demanding. They expect first-class service and thats what we have to give them. If we have any problems with managing this operation, the customer sees them immediately and thats the biggest incentive for us to take operationsperformance seriously.
Our quality of service just has to be impeccable. First of all this means dealing with the basics. For example, our staff must be courteous at all times and yet also friendly towards our guest. And of course they must have the knowledge to be able to answer guests questions. The building and equipment, in fact all the hardware of the operation, must support the luxury atmosphere which we have created in the hotel. Stylish design and top-class materials not only create the right...

...
A STUDY ON FINANCIAL PERFORMANCE OF MATHRUBHUMI PRINTIONG &amp; PUBLISHING COMPANY LIMITED, CALICUT
COMPANY PROFILE
Mathrubhumi is one of the front-runners among the Malayalam newspapers. The first copy of Mathrubhumi was published on 18th of March 1923K. P. Kesava Menon, the prominent freedom fighter, as Editor and K. Madhavan Nair as Managing Director of it.In the beginning, the paper was published a week and had just one edition from Kozhikode (Calicut).Now with fourteen editions, including the ones at New Delhi, Bangalore, Chennai and Mumbai it has an impressive circulation of over one million copies. In 1932, with the launch of 'Mathrubhumi Illustrated Weekly', the company entered a new era that nurtured the careers of most titans of Malayalam literature, like G. Sankara Kurup, S. K. Pottakkad, Thakazhi Sivasankara Pillai and M.T Vasudevan Nair.
In 1940, the Mathrubhumi launched a humorous magazine, Viswaroopam. Yugaprabhat, a bi-monthly in Hindi. These two publications are no longer in print.In 1979 the Company launched Grihalakshmi, a magazine exclusively for the women of Kerala. Chitrabhumi in 1982, a magazine catering the interests of the Malayalam movie buffs, followed it. The weekly for job prospects Thozilvartha was launched in 1992. After two years, it was the turn of Mathrubhumi Sports Masika, a monthly exclusively for the sports lovers. Balabhumi for children came out in 1996 and in 1997 the health magazine in Malayalam, Mathrubhumi...

...Case Study
The case circle around Penang Mutiara Hotel located in Malaysia’s Indian Ocean coast. Also, the case focuses on how important to run an effective operation inside the hotel, because when problem occurs regards managing operation, the customer sees them immediately and that’s the biggest motivation for the hotel management to take operationsperformance seriously. To view the full case study, kindly refer to Reference [1].
Questions
1. Describe how you think the hotel’s management will:
a) Managing the hotel in appropriate way to competes for business.
Business environment is changing it demand more on what is expected from operations management. Organization has to adapted with more challenging environment thru operating their function to help them react. Beside operations function gives the capability to compete with other by providing the ability to keep the customers happy and by developing the abilities that will keep the organization ahead from its competitors in the future.
Applying the five basic ‘performanceobjectives’ which illustrate in the (figure 1.1). Will ensure the hotel to compete for business. The hotel management already is doing their best in operating the hotel thought making sure the customer is satisfy by providing error-free goods and services that will ensure the hotel quality.
As well as, doing things fast and...

...ROLE AND OBJECTIVES OF OPERATIONS
Key questions
• What role and contribution should the operations function play in achieving strategic success?
• What are the performanceobjectives of operations and what are the internal and external benefits which derive from excelling in each of them?
Topics covered
• The role of the operations function in the organization's strategic plans.
• How the contribution of the operations function to the organization's competitiveness can be assessed.
• The meaning of the operations function's five performanceobjectives - quality, speed, dependability, flexibility and cost.
• The internal and external benefits which an operation can derive from excelling in each of its objectives.
Summary
What role and contribution should the operations function play in achieving
strategic success?
• Any operations function has three main roles to play within an organization:
- as an implementor of the organization's strategies.
- as a supporter of the organization's overall strategy.
- as a leader of strategy.
• The extent to which the operations function fulfils these roles together with its aspirations can be used to judge the operations function's contribution to the organization. Hayes and Wheelwright...

...Introduction 2
Five PerformanceObjectives 3
Implement and Support Process 5
Evaluating Model 6
Conclusion 7
Reference 8
Introduction
“Operation strategy concerns the pattern of strategic decisions and actions which set the role, objectives and activities of the operation.” It refers to the process to set mission and goals, make specific decisions for achieve specific objectives; and the procedure to design and formulate the strategy of operations. Operation strategy is one part of the organizational business strategy but it plays an important role in all functional areas of business. Operation strategy is to implement the strategy of whole business, support the business strategy and drive business strategy. In fact, the importance of operations strategy has drawn much attention from companies and it is even viewed as the one which is able to either “make or break” any business.(P34, Operations management). This is because comprehensive operation function and operations management has significant influence on profitability of firms through many ways.
Five PerformanceObjectives
As operation managers, there are many objectives they aim to achieve to satisfy the expectations of shareholders. For example,costs, risk and...

...Q a) Explain the 5 performanceobjectives. Discuss these with the help of a real life example of a process involving products & services, and analyze how the process can be improved upon?
b) Illustrate your chosen process with the help of a transformation model.
Answer a) "Many methodologies and techniques for improving operational performance have been developed over the years  these provide structured ways of improving companyperformance, but they do not explicitly tell us where to start. To be able to improve performance effectively, it is important to identify the particular factors of performance to work with. Furthermore, it is important to find those factors that have a high impact on performance." (www.emeraldinsight.com) Performance improvement highlights processes and systems that need to be improved. Then, there is a follow-up with an action plan to improve the outcomes. The five main performanceobjectives are:
 Speed- how fast the process is being done?
 Cost- is it being bought down to minimum?
 Quality- How correctly the process is being done?
 Dependability- is it reliable?
 Flexibility- is the process being adjusted to customer requirements?
We will discuss these five objectives using the drive-thru process of McDonalds:
 Speed- How much time does a customer spend in McDonalds...

...Objectives of Performance Appraisal System:
1. To create and maintain a satisfactory level of performance.
2. To contribute to the employee growth and development through training, self and management development programmes. Tata Power aims at employee development through performance appraisal.
3. To help the superiors to have a proper understanding about their subordinates
4. to guide the job changes with the help to continuous ranking
5. To facilitate fair and equitable compensation based on performance.
6. To facilitate for testing and validating selection tests, interview techniques through comparing their scores with performance appraisal ranks.
7. to prove information for making decisions regarding lay off, retrenchment etc as in the case of Hyundai Engineering
8.
9. Answer:
The Advantages are:
1. Good quality products are created
2. Customer satisfaction is high
Advantages
Product improvement
Customer satisfaction
efficiency savings
financial savings
improved company performance
improved KPIs
reduced customer complaints
reduced wasted/scrap
reduced error
increased accuracy
Disadvantages
People do not like change so dislike change management
People have to meet compliance levels
demands on partner/suppliers to achieve like for like efficiencies are disliked
Nowhere to hide for people not meeting set standards...